Is this course accredited?
Yes, it is accredited by the APMG.
What is the experience of the Instructor(s) delivering my course?
All of our instructor are fully accredited and have over ten years of experience in ITIL methodologies
What do The Knowledge Academy provide me on the course?
We provide pre-course reading, The Knowledge Academy courseware folder, official certificates and refreshments.
Does the course include exams?
Yes, the course includes the Service Transition exam.
Are there any prerequisites for the Service Transition examination?
Candidates must achieve a pass at ITIL Foundation level before completing the Service Transition examination.
What is the structure of the exams?
The Service Transition exam is multiple choice
What time shall I arrive at the venue?
Please arrive at your training venue for 08:45am
The Knowledge Academy ITIL® Service Lifecycle - Service Transition 3 day course covers the following topics:
The Knowledge Academy Materials and Trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre-Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course ISBN 9780113313068
It is also strongly recommended that candidates:
Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Strategy books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Service Transition
The Flow of Service Transition and where the “Service Transition evaluation points occurs in the flow
Ways that Service Transition adds value to the business
The inputs to and outputs from Service transition as it interfaces with the other service lifecycle phases
The fundamental aspects of Service Transition and be able to define them
Service Transition Principles
The utility of a service as defined in terms of the business outcomes that customers expect How services provide value by increasing the performance of customer assets while removing risks
Service Transition best practices in relation to stakeholder relationships and how these best practices can be applied
How to ensure the quality of a new or changed service
Service Transition Processes
How to integrate Service Transition with the processes that interact with Service Transition
The flow of Service Transition as it relates to the transition planning, transition support, service validation and testing as well as evaluation.
Service Transition related activities
How to address and manage Communication aspects/strategy of Service Transition
How to address organizational change from planning through to communication and implementation, and the interactions with the other lifecycle stages How to use all the methods, practices and techniques available to manage change
Stakeholder management and how to achieve this within an existing organization
Organizing for Service Transition
Service Transition roles and responsibilities, where and how they are used as well as how a Service Transition organization would be structured to use these roles
The interfaces that exist between Service Transition and other organizational units (including third parties) and the “handover points”
Why Service Transition needs Service Design and Service Operation, what it uses from them and how
Consideration of Technology
Technology requirements that supports Service Transition, where and how these would be used
Types of Knowledge Management, Service Asset and Configuration Management and workflow tools that can be used to support Service Transition
Implementation and improvement of Service Transition
The stages for introducing Service Transition into an organization
The design, creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to measure and improve Service Transition
Challenges, risks and prerequisites for success in Service Transition
Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organisation.
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book
- The Knowledge Academy Courseware Book
- Official Exams
- Certificate
- Experienced Instructor
- Refreshments
- “Great all-round service by The Knowledge Academy. Booking was simple and painless with the customer services advisor on the phone answering all questions that I asked. The course was put together well with the lessons flowing and concise. Our trainer was very experienced, knew his stuff and was happy to go over any parts I didn't understand.”By Vanessa Li (Rating: 4.9 out of 5, 30/04/2012) from London
We do not currently have a video for this course
